Technical Support Specialist

4 weeks ago

New York, United States Founders SA Full time

** Job Description**

We exist to empower every professional to have richer conversations. We provide an entirely cloud-based voice solution, which seamlessly integrates with popular productivity and helpdesk tools. We have raised more than $220 million since 2015, and our base of 10,000+ customers (and growing) is at our forefront.

Behind our product are the amazing teams driving it, split between Paris, New York, Sydney, Madrid, London, Berlin and remote locations. Despite our distance, we all work together to drive our product

We are looking for a Technical Support Engineer to join our Voice Quality team remotely in North America. We are seeking candidates who have extensive experience with VOIP, WebRTC, and knowledge of QoS principles and implementation within enterprise networks.

You will work closely with our customers and the Aircall Support Team to resolve complex problems with potentially very costly and far-reaching consequences.

**What You'll Do:**

- Receive and respond to escalated customer requests regarding voice quality issues such as poor quality, network or carrier problems

- Engage with customers to understand business objectives and network/product requirements

- Handle a variety of complex issues dealing with various platforms, operating systems, applications, inbound/outbound calling, caller ID, calling features, etc.

- Monitor customer support metrics to proactively identify trends, recurring issues, and levels of customer satisfaction

- Work with technical and engineering colleagues to diagnose, understand and resolve network and voice engineering issues

- Follow up with customers to ensure ongoing high levels of satisfaction

- Take ownership with internal and external stakeholders to define and resolve systemic issues, develop product enhancements and workarounds

- Recommend and support the implementation of process improvement initiatives

**What You'll Bring:**

- Excellent written and verbal communication skills

- Previous experience in a client-facing technical role for a SaaS or telecom business

- Strong problem-solving, decision-making, and critical-thinking skills

- Ability to make sense of something complex and explain it in plain English

- Experience with troubleshooting and resolving network and QoS (Quality of Service) issues

- Comfortable managing several tasks and issues in a fast-paced environment; must know how to organize workflows and be process orientated

- Experience troubleshooting WebRTC applications is a plus

- Knowledge of IP Telephony is a plus

- Committed, ambitious, team player to the max, wearer of all hats, humble beyond belief, magician

We know that success comes from smart work and deserves to be recognized and rewarded.

We value people who are bold, ambitious, collaborative and customer-centric. Were a global community growing together

If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for

Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in.

???? Key moment to join Aircall in term of growth and opportunities

??????? Our people matter, work-life balance is important at Aircall

???? Fast-learning environment, entrepreneurial and strong team spirit

???? 35+ Nationalities: cosmopolite & multi-cultural mindset

???? Competitive salary package & equity

????Medical, dental, and vision insurance is 100% covered

???? 401k plan with company matching

?? Unlimited PTO take the time you need to come to work feeling great

?? Wellness, internet and childcare reimbursements

???? Generous parental leave policy

*DE&I Statement:*

*At Aircall, we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are **core to our Aircall journey.***

*We promote active inclusion to foster a **strong sense of belonging** which is one of our main strengths as a business. We strive to assemble diverse people that can **enrich and learn from each other**. We pledge to make sure everyone not only has a seat at the table but is valued at the table -- providing **equal opportunities** to develop and thrive.*

*We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and **keep this conversation** open because we realize that we have work to do and much to learn.*

* Contract Type: **Full-Time**

* Location: **New York, United States ()**

* **Possible full remote**

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